Here are the Genesys Cloud CX Release Notes for this week!
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Streamlined navigation and information architecture update
Genesys Cloud introduces a new navigation system and updated information architecture to improve the user interface and overall usability. This change does not add or remove any product functionality but reorganizes how users access existing features. The new structured, hierarchical menu will replace the current navigation layout. The goal is to reduce friction, improve findability, and deliver a more intuitive and consistent experience across user types. Key updates include the following:
- A unified global menu that consolidates navigation across the platform, including a new information architecture, will improve the menu structure and labels for added clarity and consistency.
- Repositioned elements such as contextual help, Collaborate, inbox, widget apps, and the user avatar are located in the top bar.
- Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement allows users to more efficiently find both people and groups, as well as key platform features, from a single search interface.
- Simplified access to certain features as part of the navigation changes. Examples include consolidated access to video chat and main stage apps.
One of the following licenses:
- Collaborate
- Communicate
- Genesys Cloud Analytics Add-on (A3S)
- Genesys Cloud 1
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud 4
- Genesys Cloud AI Experience
- Work Automation Add-on
Read more:
Analytics Conversation Detail Jobs API extended conversation data retrieval
Genesys Cloud now enhances the Analytics Conversation Detail Jobs API to support data retrieval for conversations that are more than five years old, removing previous access limitations. This improvement enables organizations with extended compliance or audit requirements to retrieve and analyze historical interaction data while maintaining system performance and reliability. Users can filter conversations in the Interactions view and retrieve them in bulk through the API, ensuring comprehensive visibility, improved compliance reporting, and greater data accessibility. Previously, conversation data retrieval was limited to five years. Note: This feature is available on a limited basis.
Where:
- Performance > Workspace > Contact Center > Interactions
One of the following licenses:
- All licenses include this feature.
Read more:
Greater outbound performance and platform enhancements for BYOC Cloud
Administrators can now benefit from an enhanced BYOC Cloud voice platform that supports higher outbound performance, updated network endpoints, and additional security controls. These improvements increase reliability, scalability, and overall platform readiness for all customers as Genesys continues to evolve its cloud telephony architecture. Note: This feature is available on a limited basis.
One of the following licenses:
- All licenses include this feature.
Read more:
Workforce management override for time-off plan dates
Workforce management administrators can now define specific blocked days to pause automatic approvals or prevent agents from submitting time-off requests during critical periods. Administrators can also temporarily disable auto-approvals for selected dates, restrict time-off requests on blackout days, and override standard time-off plan settings for greater control and flexibility.
Where:
- Admin > Workforce Management > Time-off Plans
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud 4
- Genesys Cloud EX
Read more:
Note:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
#NewFeatures------------------------------
Jason Kleitz
Online Community Manager/Moderator
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